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Cardiff Council

www.cardiff.gov.uk

Making a complaint

​​​​​​​​​​​You can submit a complaint if you are unhappy with the standard of service that you have received from the Council, or if you are unhappy with something the Council or a member of staff has done or has failed to do.

​We expect customers to raise their complaint within six months (under Corporate Policy) or 12 months (under Social Services Policy) of becoming aware of the problem.

We will not investigate complaints received outside this timescale, unless there are exceptional circumstances. 

Have you told us about the issue?

​If you have not told us about the issue yet, please give us a chance to put things right. 

Please do not use the complaint form if you: 

Making a complaint

Make a complai​nt

You can also: 



Download a complaint form (262​kb PDF) or pick one up from a Hub. Once you have completed the form, please send it to:

 
Complaints and Compliments 
County Hall
Atlantic Wharf
Cardiff 
CF10 4UW

What happens next

We will send your complaint to the relevant department(s) for a response. They will:

  • acknowledge your complaint within 5 working days of the date that they receive it,
  • aim to resolve your complaint within 20 working days, and
  • let you know within the 20 working day period if they think that it may take longer to investigate your complaint.

They will tell you how long they expect it to take and will provide regular updates.

You can find more information in our Complaints Policy (475kb PDF)



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